Nuance announced it has expanded the capabilities of the Nuance Omnichannel Customer Engagement Platform by joining Google’s Early Access Program to help enterprises take advantage of Rich Communication Services (RCS) business messaging. RCS is the next generation of SMS messaging and allows for group messaging, rich media (maps, high-res photos, etc.) and read receipts. Continue reading Nuance Joins Google’s Early Access Program to Bring RCS Business Messaging to Enterprises Worldwide
Tag Archives: Google
Vendors adopting Google Contact Centre AI
Google has entered the contact centre market with the release of an AI platform supporting virtual agents and call analytics. Leading vendors were quick to adopt Google Contact Centre AI. Here is the roundup of the vendors so far. Continue reading Vendors adopting Google Contact Centre AI
LivePerson, Google open new AdWords click-to-message ad extensions to large enterprises
LivePerson is the first company to launch a way for large brands to use the AdWords click-to-message ad extension. The ad extension, rolling out generally in the coming weeks, lets consumers message an advertiser via SMS, directly from a pay-per-click ad. LivePerson makes this work for large enterprises by routing these messages intelligently to the brand’s sales and service professionals on its LiveEngage platform. Continue reading LivePerson, Google open new AdWords click-to-message ad extensions to large enterprises
Avaya Delivers Contact Center as a Service for Midmarket with Google
PRESS RELEASE: Contact centre operations are moving rapidly into the cloud, as a growing number of businesses embrace the flexibility and simplicity of service subscription models. To assist customers in this transition, Avaya today announced a complete contact centre cloud-based solution that delivers IP Office customer engagement technology as a subscription service powered by Google Cloud Platform. Continue reading Avaya Delivers Contact Center as a Service for Midmarket with Google
Vocalcom and Google Collaborate to Bring WebRTC to Contact Centers Via Chromebooks
PRESS RELEASE: Vocalcom has revolutionized its cloud contact center solution by collaborating with Google to bring WebRTC to contact centers, allowing them to reduce their total cost of ownership by as much as 50%. The Vocalcom WebRTC solution is the first and only cloud contact center with zero on-premise hardware, software, and telephony infrastructure. This development allows contact center agents to use the Vocalcom cloud contact center solution agent desktop on Chromebooks through WebRTC-enabled interfaces. Within a single window, the solution puts the customer record front and center, with the most critical and recent information in clear view. Continue reading Vocalcom and Google Collaborate to Bring WebRTC to Contact Centers Via Chromebooks
Avaya and Google Collaborate on Contact Centre Solutions for Businesses
PRESS RELEASE: Avaya today announced it is working with Google on innovative contact centre solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks to enable greater simplicity, flexibility and cost efficiency in contact centre operations. Continue reading Avaya and Google Collaborate on Contact Centre Solutions for Businesses